How does the Money Back Guarantee work?

Personalised Hair Loss Plan Refund:
MANUAL provides you with the best hair loss treatments available in the UK. Our treatments can reverse hair loss in over 9/10 men, however if you feel it has not worked for you we offer a Money Back Guarantee. If you have not found one of our treatments to be effective at stabilising and/or reversing your hair loss and you satisfy the terms and conditions described below you can apply for a refund for the Finasteride only, via our Money Back Guarantee.

To receive a refund, you must fulfill all the following requirements: 

1. Consistently engage with your treatment service for 180 days, using any treatment as directed by the Treatment Plan and/or Manual Clinician
2. Book and attend at least two free online consultations with one of our Manual Clinicians. The first within 60 days (2 months) after receiving your first shipment, and the second within 150 days (5 months) after your treatment.
3. Submit photos of your hair before starting the treatment, then at least every 30 days using the Hair Progress Tracking Tool in your Account page on the Manual website: https://www.manual.co/account/hair-loss-tracking
4. Cancel your subscription and submit a refund request to the email below along with your order number, between 180 and 210 days after your first shipment was delivered.

Refund requests will not be accepted until 180 days have passed since the first shipment delivery date, or after 210 days have passed since the first shipment delivery date.
Refunds will be made to the payment method you used to make the original purchase.

**Limit one refund per customer per eligible product.**
Only the cost of the Hair Loss Treatment Service subscription will be refunded. Additional cosmetic and supplement items from your order are not eligible for a refund.

The refunded amount will depend on how many orders you have received and the frequency of your orders. The Customer Care team will be able to advise you accordingly.

Please be aware that we do not offer a Money Back Guarantee on the Minoxidil/Regain that comes as part of the Complete Hair Loss plan because it is not our product. 

If you are experiencing side effects or have a question about how to use the product, you should message a Manual Clinician via “Your Messages” on the Manual website, to seek further guidance.

The Hair Progress Tracking tool will guide you to take 3 photos each time photos are submitted.

Personalised Weight Loss Plan Refund:

MANUAL offers a medicated weight loss program that combines medication with 1:1 coaching. With MANUAL’s Weight Loss Money Back Guarantee, customers who do not lose 10% or more of their body weight after six months on the program (and who satisfy the Terms and Conditions, below), will be entitled to a refund.

Refunds will be prorated to reflect any departure from the 10% weight loss goal. For example, if you lose only 8% of your initial body weight after 6 months, you would be eligible for a 20% refund of the program cost.

To receive a refund, you must fulfill all the following requirements: 

• Book and attend at least 10 coaching sessions in the six months*;
• Give at least 24 hours notice if you are unable to attend a coaching session – failure to give this notice is allowable no more than twice;
• Actively participate in weight tracking by upload weight reading fortnightly for at least 80% of the program duration;
• Consistently engage with the Weight Loss Program for 180 days and use any medication as directed by your Treatment Plan and/or Manual Clinician;
• Not have been on any prescription weight loss medication in the 12 months prior to starting Manual’s program (examples include: Orlistat, Mysimba, GLP-1 medications like Ozempic, Saxenda, or Wegovy.);
• Lose less than 10% of your initial body weight after six months – defined as the difference between your initial body weight on Day 1 of the program and your body weight after Day 180 (and before Day 194) of the program; and
• Submit a refund request to the email below along with your order number, and an up-to-date, full-length photo wearing fitted clothing, between 180 and 210 days after your first shipment was delivered.

Refund requests will not be accepted until 180 days have passed since the first shipment delivery date.

Refunds will be made to the payment method you used to make the original purchase.

Limit one refund per customer. Refunds are offered in respect of the cost of the Weight Loss Service subscription only and will not include the cost of any additional items purchased.

* You can book your coaching sessions in your account or by following this link